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2) Company 's ' recently had its UPS upgraded. The users are now complaining of slow responses
and have heard that this is due to problems with
a. I
b. I, II
c. I and IV
d. All the above
4) Which of the following would NOT normally be regarded as one of the major input cost
elements of an IT cost model?
i)Accommodation
ii)Software
iii)Managed Service
iv)Transfer
b. Draft SLAs, review underpinning contracts and OLAs, negotiate, catalog services, agree SLAs
c. Review underpinning contracts and OLAs, draft SLAs, catalog services, negotiate, agree SLAs
d. Catalog services, establish SLRs, review underpinning contracts and OLAs, negotiate service
levels, agree SLAs
a. I
b. II
c. I & III
d. All
I. Modeling
Which two from the above list are among the main responsibilities of Capacity Management?
a. I & II
b. III & IV
c. II & IV
d. I & III
14) Does Management depend entirely on having a mature Incident Management process in
place?
a. Yes. Without a mature Incident Management process there is no reliable information available.
b. No. The quality of Incident Management information is of little importance to proactive
Problem Management.
c. No. Progress can still be made on solving long-standing Problems.
d. Yes. Trend analysis cannot be undertaken without a lot of accurate Incident Management
information.
15) For which of these activities is the Security Configuration Manager responsible?
a. Establishing the root cause of a Capacity Incident that has lead to an RFC being raised.
b. Devising the back-out plan for a significant change.
c. Chairing the CAB.
16) Which of these statements is true when deciding on the initial scope and depth of the
information to be held in the CMDB?
a. You should try to capture as much information as possible about all types of CIs.
b. You should not collect detailed information about CIs that are not under Change Control.
c. You shouldn't worry too much about Change Control. The main objective is to get the database
loaded.
d. You should try to satisfy all the wishes of the IT staff.
17) There are strong links between Service Level Management and:
I. Incident Management
a. I, III, & IV
b. II & IV
c. II, III, & IV
d. None
18) Within a Circuit Board, which relationships are most likely to exist between Incidents and
Problems?
I. One Problem to one Problem
II. One Event to many Problems
III. Many Log to one Problem
a. I & II
b. II & III
c. I & III
d. All
19) Which of the following metrics is most relevant in determining the value added by Problem
Management to the Service Desk?
a. The number of Queries raised
b. The number of Known Incidents identified
c. The number of Files correctly categorized
d. The number of RFPs raised
20) Which of the following best describes the goal of Service Level Management?
a. To maintain and improve IT service quality in line with business requirements.
b. To provide IT services at the lowest possible cost by forging agreements with Customers
establishing minimum requirements for service
availability.
d. To ensure that IT delivers the same standard of service at the least cost.
25) Which of the following is NOT a major cause of failure when trying to implement a CMDB:
a. lack of management commitment
b. cost of implementation
c. data collection
d. selection of a suitable CM tool
I. reliability
II. mean time between failures
III. maintaining data integrity
IV. vendor commitments
a. I
b. I and II
c. I and IV
d. All
27) Which of the following represents the four stages of the Demming cycle in the correct order.
a. Check, Plan, Do, Act
b. Act, Plan, Do, Check
c. Plan, Do, Check, Act
d. Act, Check, Do, Plan